Helpdesk Administrator
Posted on: 2010-01-06
Personal Information
Surname : Brown
First Names : Candice Meryl
Date of Birth : 20 July 1976
Gender : Female
ID Number : 7607200126089
Nationality : South African
Race : Coloured
Drivers License : Code 8
Marital Status : Married
Dependants : 2
Home language : English
Other languages : Afrikaans
Address : 1 Kunene Way
Portlands
Mitchell’s Plain
7785
Office number : 021 417 1820
Mobile number : 072 597 3247
Home number : 021 371 3780
E-mail address : [email protected]
Secondary Education
School : Mondale Secondary School
Highest Grade Passed : Grade 12
Year of Completion : 1995
Subjects Passed : English (HG)
Afrikaans (HG)
Biology (SG)
Business Economics (SG)
History (SG)
Mathematics (SG)
Tertiary Education
Institution : Telkom Centre For Learning
Subjects : Introductory course and Orientation (General)
Telecommunications Networks
MS Office
Local area networks
Martis
ATM: Technology
Orientation to Telematics
Frameworks
Networking
Diginet
SAP
CBS
ADSL
Employment History (1)
Employer : The Leisure Corporation
Job title : Telesales Marketer/Consultant
Period : 01 July 1996 – 31 January 1998
Division : Marketing
Job Objectives : Telephonically advertising/selling Time share
Compiling order documentation
Physically liaising with customers
Marketing Time-share packages.
Employment History (2)
Employer : Bromor Foods / Moirs
Job title : Data Capturer
Period : 01 February 1998 – 30 November 1998
Division : Financial Department
Job Objectives : Compiling journals
Order tracking
Capturing of journals
Filing
General office duties
Employment History (3)
Employer : Telkom SA
Job title : Technical Officer (Contract)
Period : 01 December 1998 – 31 October 1999
Division : SSD
Job Objectives : Compiling Excel spreadsheets
Customer support on matix
Updating Systems.
Employment History (4)
Employer : Telkom SA
Job title : Technical Officer (Permanent)
Period : 01 November 1999 – 01 November 2002
Division : SSD Escalations Management
Job Objectives : Infrastructure Management
Providing feedback to customers
Updating Systems
Receive and analyse customer requests.
Employment History (5)
Employer : Telkom SA
Job title : Technical Officer (Permanent)
Period : 01 December 2002 – 30 November 2004
Division : National Escalations Management
Job Objectives : Provided Support:
Responsible for quality Support / Communication to various stakeholders.
This support is based upon requests from internal and external customers.
Receive and analyse request, determining nature of support, execute support actions and provide constant feedback to customers.
Updating Information:
Updating client orders and performance progress.
Weekly and monthly data clean-up.
Verification and analysis information with respect to order entry systems.
Data Integrity and quality reviews.
Data clean-ups for reporting purposes.
Compiled Reports:
Required to provide quality status and feedback reports.
Report analysis for accuracy readable format.
Reports included: Executive, Management, Organisational Specific, Operational and Adhoc Reports.
Employment History (6)
Employer : Telkom SA
Job title : Technical Officer (ADSL Dispatcher)
Period : 01 December 2004 – 02 June 2007
Division : CPC Control (CTD) (ADSL Escalations)
Job Objectives : Directly working with ADSL technicians in CBD.
Dispatching their daily jobs.
Analysing and Interrogating specific customer requirements.
On-line assistance provided to technicians whilst doing installation at customer’s premises.
Providing sound and knowledgeable information to customers with ADSL modems.
Compiling daily stats and reports for outstanding and completed orders.
Holding teleconferences to solve specific Network or Software related problems.
Supply customers with prompt feedback on order statuses.
Directly working with the Control Planning division when Infrastructure is required.
Setting time-frames for technicians, resulting in prompt customer satisfaction.
Processing data on Websat, Unibase and CBS systems.
Employment History (7)
Employer : Cape City Council
Job title : Technical Fleet Control Officer
Period : 01 August 2008 – 30 January 2009
Division : Corporate Services
Job Objectives:
BUSINESS OPERATIONS FLEET
DAILY ADMINISTRATION DUTIES & EXPERIENCES:
Capturing of all Quotes on Notifications.
- Creating Requisitions, Reservations, Notifications and Works Orders.
- Processing of GRN’s for various vendor payments.
- Creating Reservations for Internal and Stores orders.
- Creating Requisitions & Reservations on Material Management.
- Time Capturing – Confirmations.
- Telephonically liaising with various Vendors for vehicle parts/spares.
- Instructing drivers to collect various parts/spares from Vendors.
- Handing out parts to Mechanics.
- General Office Duties: Capturing, Filing & Faxing.
- Affiliated with systems: Power Point and Excel working with Formulas on Excel spread sheets. Macros and pivot tables.
DAILY VENDOR UPDATING ON QUERIES:
- Filing of Purchase Orders in Numerical order.
- Amend orders – price changes.
- Following up on order numbers for Vendors.
- Faxing through requested order numbers to Vendors.
- Liaising with Vendors to process outstanding invoices for payments.
- Compare Invoices with Purchase Orders (check prices)
- Capture Cover Sheets for Manager to authorise repairs over R10, 000.
Employment History (8)
Employer : Vodacom
Job title : Billing Administrator: Operational Support
Period : 02 February 2009 – 02 April 2009
Division : Billing Integration
Job Objectives:
- To provide general administrative support to the Integration Testing department.
- To assist with day-to-day departmental administration and functioning.
- To update and maintain the departmental asset register.
- To update and maintain the departmental test SIM library.
- To update and maintain the departmental project folder/database on Sharepoint.
- To perform the monthly test SIM reconciliation and acquire sign-off.
- To control the test handset booking process.
- To generate and distribute minutes of meetings.
- To collect, obtain approval, distribute and file test pack documentation for projects.
Employment History (9)
Employer : Altech
Job title : Helpdesk Administrator
Period : 20 July 2009 – present
Division : Isis
Job Objectives:
- Logging of new helpdesk calls on in-house and customer helpdesk applications
- Distribution and constant following up on logged calls
- Closing of calls upon completion
- Monitoring of open calls to ensure service levels within customer SLA
- Liaising with ISIS operations and development teams regarding helpdesk calls
- Reporting on the status of helpdesk calls to ISIS and customer management teams
- Liaising with customer operations and helpdesk personnel regarding helpdesk calls
- Assisting and training of ISIS personnel in helpdesk procedures
.